AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover min

Hey JDom2,

That really sounds like an rough situation.

You're right, it doesn't make sense for AT&T to spontaneously change plans. Unless your account gets flagged for unusual usage, or needing help with billing reminders, a representative doesnt even open your account. It takes a representative to manually make some of the changes to your account, or of course of could do it yourself by logging into the webite.

So ultimately a representative, either in store, or on the phone had to do it, while talking to someone. I personally can't remember a specific day or call  8 months ago, and it doesnt surprise me that your sister might not either.

The new plan comes with unlimited Talk and Text. Rollover minutes are temporary minutes that fall off after a year and only get used if you go over your US voice usage. With unlimited, that's a moot point.

AT&T starts sending text messages when you hit 65%. If this is the first time in months, you've used more than 6.5 gb, then this plan would've sounded amazing at the time. No conscientious rep would have reccomended make a change like that, unless your usage showed your usage showed you would have fit pretty comfortabled under 10gb.

I might reccomend you check more what's changed in the last 8 months that your usage has been escalated. The sad thing is, customers who aren't used to paying a care to what they do on the phone, often leaves apps open unecasserily long period, or won't connect to wifi despite the faster speeds, or other things that are just generally a good idea for not just data, but general battery life and system speed.

It's more just unfortuanate, whoever, perhaps your sister who was on the call when the change happened hadn't told you. Even if there was a misunderstanding, maybe she didn't understanding unlimited Talk/Text 10gb meant that was going to be the new data plan, instead of in addition to, if she mentioned it, then maybe you could've checked on it sooner.

Reps usually are able to go back 60 days to fix bill issues, without clear documenatation. An overide from a supervisor, might let them go back an extra month, Sounds likes the representatives already engaged to see what's available, to just make sure you were getting all the support possible.

If you really want to triple check if there' something someone can do, then of course feel free to contact

ATTCustomerCare to send a private message. I imagine, the rep who was originally involved in the conversation would have made explicitly clear that the old plans would not be available, and since your sister was authorized to make changes, (by virtue of being able to verify your account information). I'm sure it seemed like a good idea at the time though

-Alex

Hello @JDom2 

I apologize for your negative experience with a plan change and any confusion. loganic explained some good points, and gave a good advice, you can send our team a private message and we'll and be happy to review your account and go over your options with you.

Thank you,

Dmitriy

They just did it to me about a month ago... they changed my plan without my consent.. And they're saying I called in to authorize it but AT&T won't even let me listen to the recorded call.. They know they're lying so I'm canceling all 4 of my phones!

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JDom2,

Same thing happened here, almost exact same story that you posted.  They said that in May of '14, we logged on to the site and changed our plan to the 10GB family plan.  Totally bogus.  Why would we change our unlimited data plan that we have had since 2008 and opt for a capped plan at 10GB.  It makes no sense at all.  I'm really not happy with them right now.  The customer service team totally treated me like I didn't matter and actually told me that I need to change my password because someone at my house changed our plan.  The last gentleman that I spoke with was apologetic and actually treated me decent, but still no really solution was given to me.  I feel like we were robbed of something good and we can never get it back.

This happend to one of friends a couple of years ago.  I feel like they are trying to purge the grandfathered customers and rip them of their unlimited plans.

What did they offer to you to fix the problem?  Have you found others that this has happened to?

The same thing just happened to me.  I got a text today saying we were at 65% usage.  I logged on to discover that my plan "changed" just shy of 2 months ago.  I know that we did not change the plan because we would not have changed from the rollover minute bank and unlimited data that we had on 2 phones, and we keep all of the electronic notices that come as a result of any changes to our plan even minor ones.  Though nice enough, the customer service rep indicated that 'someone' had logged into the account and made the change, and suggested we change the password.  This is not likely since we have a 2nd secure password on the account that only two people know, and often this has kept one of us who forgets it from even making a phone call about the account.  What was offered is that the account will be reviewed, it is possible to restore it (I suppose given what is found on review), and that we will receive a followup starting in 12 days until it is addressed.  Waiting to see and I'll repost about my experience one way or another.  

Frustrated and disappointed to report same issue. Have insisted on keeping my unlimited data plan since switching to AT&T from Verizon when the iPhones came out. Why would I give up the unlimited (grandfathered) plan?! All transactions always done in person at the AT&T store, not online, and I am the only user on the account with 3 phones (daughter & husband do not have access to change account in any way). Reviewed account tonight, looking forward to my 2-yr contract ending & upgrade eligiblity for iPhone 6 coming up in Nov 2014: STUNNED to see my plan (and daughter's) was changed to 3GB cap without my consent or knowledge.

A couple of hours spent on the phone tonight, a total of four reps. "Specialist" rep submitting my case. She reiterated AT&T's commitment to customer satisfaction. I will report back and post outcome. Hope my loyalty and money paid over the years to AT&T proves to be worthwhile.

Following up that the service representative DID make good on his promise to call me back, on the day that he promised to call me.  Also, before he called, AT&T had already restored my plan exactly as we had it before the changes.  He took the time to make sure that all my questions were answered and doublechecked a few features for me.  He was also one of the most cordial and helpful service reps that I have talked with in a long time from any company.  So AT&T gets a huge kudos from me for it's customer service provided.  

Just discovered that AT&T did this to us as well. I have had unlimited data on 2 of my lines since 2007 and another since 2009. We were never given notice and I have called and been put on hold to never have anyone return to the line 5 times!!!! WHere is the customer service? I have been a customer of this company since 1993 (Called LA Cellular then) and this is how they want to treat me? I will happily take my business elsewhere! I believe Sprint is offering a buyout to switch.